Director of Enterprise Operations

The Director of Enterprise Operations is responsible for leading the daily operations of EXOS IT's line of business practice for the Enterprise private clients, managing cross-functional teams, and developing strategies to improve service delivery, efficiency, and client satisfaction. This role ensures that technical services, service desk support, and project management functions operate cohesively to meet client SLAs, maintain compliance, and support business growth. The Director of Enterprise Operations work closely with other department heads and report directly to the Managing Director.

Key Responsibilities:

Develop and implement strategies to improve operational efficiency and scalability.

Oversee resource allocation, budgeting, and workforce planning to support business growth.

• Establish operational policies and procedures to ensure standardization and quality in service delivery.
• Oversee and manage Tier 1, 2, and 3 resources organized in PODS to manage multiple clients.
• Directly managed multiple Service Delivery Managers who have engineers reporting into them.
• Work with other department directors to align operational strategies with overall company objectives.
• Service Desk responsibilities: IT technical support of client Windows and Apple environments. Manage all incidents and requests coming to the service desk and deskside support resources to SLA. Ensure our tooling and technology is effective to meet daily demand, and have insights into operational metrics.
• Ensure high-quality, timely service delivery that meets or exceeds customer SLAs.
• Monitor key performance indicators (KPIs) and metrics to measure service delivery effectiveness.
• Identify areas for improvement and implement corrective actions as needed.
• Recruit, train, and mentor operations team managers and staff, fostering a collaborative and client-focused culture.
• Conduct performance reviews, set objectives, and manage career development for team members.
• Ensure customer satisfaction by maintaining effective communication and high service standards.
• Address escalated client issues and implement solutions to prevent recurring problems.
• Act as a point of contact for major clients on operational issues and work closely with client success to support client retention.
• Lead initiatives to streamline and improve workflows, reducing operational costs while maintaining quality.
• Oversee process automation, ticketing, and documentation to enhance operational effectiveness.
• Stay current with industry best practices and tools, making recommendations for technology upgrades.
• Oversee operational compliance with industry standards, legal requirements, and client-specific requirements.
• Education & Experience: You bring 7+ years of progressive experience in operations management, ideally within an MSP, IT services, or technology-focused environment.

Qualification:

• Proven Leadership: You have successfully managed cross-functional technical teams fostering collaboration, accountability, and continuous improvement. You are skilled at building high-performing teams, providing mentorship, and managing career development for team members.

• Operational Success: You have a track record of improving service delivery and operational efficiency, often implementing process improvements or automation that have reduced costs and increased customer satisfaction. You have experience establishing and monitoring key performance indicators (KPIs) and have consistently met or exceeded SLAs for client support and project timelines.

• Strategic Planning: You have developed and executed operational strategies that align with broader business goals, such as scaling services to support growth or introducing new technologies to enhance service delivery. Your planning has resulted in increased capacity, streamlined workflows, or expanded service offerings.

• Client Relationship Management: You are comfortable as the operational point of contact for key clients, addressing escalations and proactively managing expectations. You have helped maintain high client retention rates by ensuring consistent, reliable service and a high degree of customer satisfaction.

• Risk & Compliance Management: You understand the importance of operational compliance, especially in regulated environments, and have implemented policies to minimize risk, maintain security standards, and ensure business continuity. You have experience managing business continuity and disaster recovery plans to mitigate disruptions.

• Financial & Resource Planning: You have overseen budgeting, resource allocation, and workforce planning, ensuring that teams are right-sized and aligned to support business growth. You have successfully balanced cost efficiency with service quality, making data-driven decisions to optimize resource usage.

• Customer-Centric Mindset: Known for your customer-focused approach, you consistently prioritize client needs, ensuring high-quality, timely support that drives client satisfaction and loyalty.